UCM Engineer

Job Description

Role: UCM Engineer

Location: Remote Work

Emp Type: Contract (C2C/W2)

Interview: Phone/Skype

§ UCM engineers who have experience managing and troubleshooting Ribbon SBCs. ( experience with Oracle and Ribbon SBCs is a plus ) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers ( SBC )

§ Analyze, configure, and troubleshoot networks with mixed media and protocols.

§ Effectively create and utilize lab setups to duplicate and solve problems, validate planned changes to software and hardware design.

§ Provide remote troubleshooting support to resolve UC related issues

§ Follow-through on all UC Incident tickets assigned to your bin and their resolution

§ Engage PS and TAC for assistance on RMAs and complex issues support

§ Coordinate field services as needed for onsite support

§ Follow the defined communication procedures for incident updates

§ Strictly adhere to processes related to tickets update with meaningful and correct notes

§ Respond to network management system alarms according to established processes

§ Priority support for identified key customer functionalities and escalations

§ Effectively work with cross-functional teams to resolve major customer issues.

§ Drive for continuous learning, results orientation, and teamwork.

§ Work on developing automations and scripts that allow you to work faster and more efficiently

§ Help improve overall team quality by automating repetitive tasks and changes on the infrastructure § UCM engineers who have experience managing and troubleshooting Ribbon SBCs. ( experience with Oracle and Ribbon SBCs is a plus ) but Ribbon SBC is a gap we are trying to close. Ribbon Session Border Controllers ( SBC )

§ Basic understanding of Cisco IP telephony Network Infrastructure.

§ Good knowledge of voice protocols SIP, MGCP, H.323, SCCP, ISDN

§ Basic understanding of various logs and traces from Collaboration products CUCM, CUC, CUCM IM&P, gateways.

§ Good understanding of various APIs, SDKs and protocols used for automation: AXL, REST, SOAP

§ Ability to write scripts / programs in at least one language for example: Python, Java, Perl

§ Ability to troubleshoot collaboration solutions covering multiple products and features under and drive incidents towards resolution

§ Able to identify problems, acquire ownership and deliver solutions at a high level of customer satisfaction.

§ Excellent written and verbal communication, interpersonal and presentation skills.

§ Proven planning, prioritization, and organization skills

§ ITIL Foundation level knowledge

Additional Information All your information will be kept confidential according to EEO guidelines.